Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,416 total complaints in the last 3 years.
800 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
hi. i wish i did not have to even bother you with this. I purchased a tracfone online nov. 14, 2022. I got it, it sucked completely and cancelled it immediately. I never received the refund I requested because i never even used it once. ****, i lost that first month. But today, Dec. 13, 2022, i see on my ************** account they are charging me again. I just want to be able to totally get rid of this nightmare.
Customer Answer
Date: 12/19/2022
---see attached additional information provided by consumer--

From: ******************************* <********************>
To: ************************************* <*************************************>
Sent: Thursday, December 15, 2022 at 06:09:17 PM CST
Subject: *************************

hi. i think i finally solved the mystery, below.
i bought a "kit" from you NOT an actual phone. It was for my old phone number at the time, ************.
it never worked, so i wrote your corporate office ..but i still keep getting a monthly bill. Please start with the very bottom email. i hope this helps

Thursday, December 15, 2022 at 12:46:11 PM CST, ********************************************************* <*********************************************************> wrote:

Good day ******************************,

We are writing you from Tracfone **************** in regards of the BBB complaint that you filled.

We tried to reach you today without success, to provide assistance with your concern about the refund request that you made for the service that you paid on your Tracfone phone and you did not use.
This is important for us to provide the best resolution. Please feel free to provide the best contact number and time available that we can reach you.

You can also contact us at the earliest convenience at ************************, we are open 7 days a week from 9:00 AM to 7:00 PM EST.

We value your business and appreciate your patience.

Regards,



Tracfone Wireless Inc.

----- Forwarded Message -----

From: ******************************* <********************>
To: ****************************************** <******************************************>
Sent: Wednesday, November 23, 2022 at 08:15:51 AM CST
Subject: good morning/ happy Thanksgiving

Good, blessed Wednesday Morning,

Last week I bought a sim card for my iphone SE6 ..a "kit" to be able to use my current cell phone number and a plan with Tracfone. I would be able to use my same phone number from an old phone and transfer it to my iphone.

We tried everything possible to get it to work. We called Tracfone SEVERAL times. I was even on the phone for over an hour with one of your customer service reps. ** said "it is active now" and hung up on me. Wow.

Well, unfortunately, it never was active. I called Tracfone to just please cancel it all. She said she did. Problem is: I'm out
$17.82 for the month I prepaid for without ever getting ANY service. I really believe I need to get that total amount credited.
I have attached the bank statement page where on November 14th the amount was debited, as well as the receipt from Tracfone for the *** card.   Thank you for your consideration.   ************************* ********************************************************************; ************. ********************

Business Response
Date: 12/22/2022
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 13, 2022, regarding BBB case # ******** complaint.
Your complaint states that you purchased a Tracfone phone on line on 11/14/2022, you activated it and then immediately cancelled the service; you did not receive the refund you requested because you never used it, however, on 12/13/2022 you checked your bank account and you were charged again.
We checked your account and we found you have been refunded for total amount of $16.74 for the last charge made, as we verified that the service has not been used since it was activated; however, we have been unable to cancel the auto refill because you have not been able to authenticate your account. You can refer to our Tracfone My Account App or website to cancel the service.
We have attempted to reach you multiple times via phone ********** and ********** and via email ***************** without success on 12/15/2022, 12/16/2022, 12/18/2022, 12/19/2022 and 12/22/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1268360440. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless
Sincerely,
Tracfone Wireless ****
Customer Answer
Date: 12/27/2022

Complaint: 18566237

I am rejecting this response because:
I DID finally talk to someone from Tracfone last week and got the $16.74 taken off. I don't know WHERE you got those emails and phone numbers you "tried to contact me" with. I've never had ANY of those weird emails! the ONLY number in your email that is right is the ************.
Sincerely,

*************************
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a phone from tracfone with over **** minutes on it and they sent me messages saying the phone is old and it will shut off soon and they can send me a new phone. I received a new phone from them but their system cant authenticate the old phone that I have in my possession and it is still a working phone at this time. So since there system is not working they said that I have to throw away the phone I have **** minutes on and 180 days of service still and start from nothing with a new phone number and buy service time and minutes. The phone number of the phone in question is ************
Business Response
Date: 12/28/2022
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 13, 2022, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he received the replacement phone sent by Tracfone due to his old phone is eligible for the network migration but he cant authenticate as he try to transfer the benefits from his old phone.

Our records show that Mr. ******* old phone still active and we are able to find the ticket for the phone replacement which match the **** of the new phone on his possession and the old phone is a 2G phone and cant received a SMS notification because the old phone is not provisioned in our billing system.

We spoke with ************************* today, December 24, 2022 at ********** and we are able to find way to authenticate his account and we are able to complete the transfer process.

If **************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1268307158.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.


Sincerely,

Executive *********************
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 18528559

I am rejecting this response because: They need to fix their tower's across the *********** I went out today we couldn't hardly use our service at all it was hard to get on the web I speak on behalf of all the customers and our selfs ******* needs to really work on there service big time.

Regards,

***************************
Business Response
Date: 12/06/2022
Hello,

Please see attach for response.
Business Response
Date: 12/12/2022
P.O. Box 10

******, ** 07101-0010

December 12, 2022

Better Business Bureau of **********

1262 ****************************. Building A, Suite 202

********, ** 08690

RE: Complainant: ***************************
Complaint Number: 18528559

Dear Ms. ****************************************** you for contacting *************** of ********* Relations regarding ******************************* compliant. In his complaint, received on December 9, 2022, regarding the network coverage. ******************** stated the services has decreased, and has requested for the area to be reviewed.

Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward ******************************* complaint to the appropriate ******* Team.

Email: **************************************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

*******
********* Relations Analyst
Customer Answer
Date: 12/12/2022
We just paid for our service with total ******* the service really ***** ******* needs to fix their towers in ************* all over ***************** we can hardly even do anything with our service and like I just said we just pay for it.
Business Response
Date: 12/15/2022
Dear, ***************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/06/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have been experiencing issues with the service due to poor signal from ******* on your area after our recent Network migration.

We have contacted you on 12/15/2022, and we confirmed the line is currently active, and well provisioned in the system. A replacement month of service was provided as part of the compensation due to the service difficulties. Also, the Ticket Number ********** was created to start a device exchange process since one of your devices stopped working.

If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.

Please refer to email reference number ******* or 1268350247.
Based upon the foregoing, we will close this matter as a resolution was provided.
Thank you for choosing Total by *******.
Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:12/12/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**************** here is an absolute joke! Lost over 23k minutes of talk time, several thousand texts, and 1.5GB of data overnight, and no one can or wants to help me!
Business Response
Date: 12/19/2022
Dear ************************************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Dec 12, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about losing 23k minutes, thousand text and 1.5GB of data, due to experience with your phone service; therefore, you want to be reimbursed for the balance.

We have contacted you on 12/19/2022 via phone ************; and you did confirm that your minutes and Gigabytes were erased, due to an inconvenience with your phone service. We were glad to resolve the situation by providing you with 5GB of data, **** minutes, ***** SMS, and 30 days of service. Please refer to the ticket 1268572410.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1268347995.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:12/11/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/25/2022, I activated a new iPhone purchased from Tracfone website for a 2nd line bought 9/21/2022, for $189.52, order#*********. I have been a customer since 2017. The new phone, my 2nd line is #************ is a monthly fee about $16. The old phone, my 1st line is #************, which I pay every 90 days. Aside from the fact that I receive countless spam calls, messages and voicemails with this new phone number, which has made the phone useless, Tracfone hasnt given me the ****** reward points they promised, which was the deal they offered for buying a new phone and a 2nd line, keeping the service for 60 days, which I have done and exceeded that time period. Ive chatted and called numerous times. On Friday, Dec. 9, 2022, the chat agent scheduled a call back because the chat agent couldnt resolve the problem. I got to talk with ***************** and he first claimed I had ported the number, but I hadnt. He finally admitted I had two different lines and they would manually input the points, to give them 24 hours and if not completed to call back with ticket #**********. I chatted with an agent today because the points hadnt been added, they scheduled a call back, but I never received the call. This is why Im writing. I want my ****** reward points promised to me and to stop this endless cycle.
Business Response
Date: 12/15/2022
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/11/2022, regarding BBB Case ******** complaint.

Ms. ********* complaint states that she is having issue with spam calls.

We spoke with ********************, today, December 15, 2022 at around 12:12 PM EST, via phone number **********. During our conversation, she verified that she already done installing the Hiya application, however, she still receives the spam calls. This time, we checked that the spam and nuisance numbers are still not added in the spam blocker causing her to still receive those spam calls. With this, we instructed ******************** to turn on the nuisance and spam calls settings in the Hiya App so that she will not receive those spam calls once the app recognized those numbers.

If ******************** should still require assistance, she can contact ************** enter PIN 1900. Our hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to Ticket Number 1268311110.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.


Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/15/2022

Complaint: 18558030

I am rejecting this response because: the spam calls wont stop. Im grateful for the help, but I already have two additional spam blockers along with HIYA on this phone and theyre not stopping spam, either. Plus, I personally go to each spam call to block and report the numbers. That tells me no matter who blocks the callers numbers, the spammers will create another number and call back. I cant even give this new phone number to anyone because of all the spam calls, texts, and voicemails. Im not paying for a premium spam blocking service, either. What I want is my 1st (old) phone number moved to the new phone.

Sincerely,

*****************************
Business Response
Date: 01/12/2023
Dear *****************************,

This is in response to the December 15, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for the issues that you have encountered with spam calls. We would like to assist with the request for the previous number. Please provide the number, for research into the status. Generally need to be active in order to transfer to a different phone, however we can check to determine if the number is still available in or system.

Please keep in mind that scammers randomly call numbers, most likely using robot-dialler's, the *** is working on this issue. If the previous number is not available, we can activate the device with a new number. There is no guarantee that the new number will not have the same problems. Numbers go thru a cooling period, but customers may get calls related to the previous user, if the calls are for another person.

You can register for the Do Not Cal List; information is available on the internet via the *** website. It is recommended that you do not answer calls from people who are not in the cell phones address book, and block spam call lines as often as you can.

If further assistance is needed, you can contact me directly. Additional agents are available to assist with the complaint. by calling ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number ********** For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 01/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:12/11/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My previously purchased TracFone cards have less data than the ones available online & I believe this to be false advertising. The same $20 unlimited talk/text 1GB cards have 2GB online at: https://www.tracfone.com/plans/30-days-smart-phone-prepaid-plan-unlimited-minutes-tracfone. I spoke with a supervisor today (12/11/22) & was told I bought the non-smartphone card, but per my attached document the $20 unlimited talk/text card comes with 1GB and says "SMARTPHONE CARD" in the bottom right; whereas the one referenced on the website above offers 2GB. This is a conflict & false advertising.
Business Response
Date: 12/16/2022
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/11/2022, regarding BBB Case number ******** complaint.

Mr. ************ complaint stated he is having concern about the service plan that was advertise that the $20 plan was having talk/text 1GB cards, when used on a smartphone, be credited at 2GB as sold online.

We spoke to ************************** today December 16, 2022 11:24 AM EST at **********. As per conversation ************************** wanting to have the 2 GB since plan on the website is showing that the $20 unlimited talk/text 2GB. We review, the plan added to the account with reference transaction id **********, **********, **********. Thus, we do a compensation to the account to since he account is eligible to get the 2 GB per card.

If ************************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number kana ******* or Ticket Number 1268413604.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless


Sincerely,

Executive *********************
Customer Answer
Date: 12/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the 3 cards noted & am working to have the additional 12 cards processed (with 9 going thru on 12/19/22).

Sincerely,

*********************************
Initial Complaint
Date:12/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like a refund of my unused minutes left in my account balance, after I switched my cell phone service over to another company, due to an alarming grossly incompetent customer service phone call with **** at ********************** on Thurs, Dec 8, 2022 at around 10:15pm EST. Tracfone's website was displaying an incorrect ZIP code for my customer account, and a wasted 45 minute long phone call with them was unable to not only resolve the issue, but even address is properly, as an overseas call-center employee who identified herself as '****' consistantly refused to help. A massive language-barrier problem prevented her from fixing my address, and her stubborn refusal to transfer me to a supervisor left me so angered and disgusted with Tracfone that I switched my cell service to another carrier the very next day. I must've asked 20 times during the phone call to be escalated to a call-center supervisor, and each time **** pointedly refused, and ******** resumed rambling in her sing-****** broken Engrish. This should be illegal. I would like Tracfone to reimburse me for my remaining account balance of 530 minutes leftover that I paid for but did not use, due to the company's own gross negligence in refusing to update my mailing address and ZIP code.
Business Response
Date: 12/16/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 11, 2022 regarding BBB Case number ******** complaint.

******************** complaint states that he wants a refund for the unused minutes left in his account balance after he switched service to another company.

We spoke with ****************** on December 15, 2022, via phone number ************. We are able to discuss our refund policy which he did not accept and explained to him that unused minutes cannot be refunded since he already used that service when he added it more than a year ago. He mentioned that he will pursuit his complaint with BBB.

Upon review, our record shows that ******************** account is no longer active and the phone number was ported out this month. In addition, the service plan was added October of 2021. However, he has an option to resume the service since his phone still have service days left on his account.

If ****************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1268310593.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 12/19/2022

Complaint: 18557430

I am rejecting this response because Traffone is of course perfectly able to refund unused minutes, they simply choose not to. I wouldn't expect anything less from a company of their caliber though, as is evidneced in the 1000's of other complaints here on the BBB website against Tracfone. I do hope they pull the phone-call recordings of the "customer service" (sic) call I had with **** at Tracfone on Thurs, Dec 8, 2022 at around 10:15pm EST so she can be given additional retraining, disciplined, or employee termination for her disasterous handling of my billing inquiry.

Sincerely,
*****************************
Initial Complaint
Date:12/11/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing for my elderly mother (********************* - ***********************************************************) who needs assistance with financial matters. StraightTalk keeps charging her a monthly fee although we have asked them to stop multiple times. She bought a phone for her great grandson a year or more ago. He has since gone on a monthly plan with ******* and no longer has the phone. ************ refuses to stop charging for the phone and it appears on her credit card statement monthly. Then we dispute it and get it removed. Then StraightTalk charges again the next month. It is very frustrating and I consider it elder abuse to charge an elderly person who has no idea how to stop the charge. StrightTalk says they won't stop it without the phone #, which nobody seems to know. They do seem to know my mother's credit card # very well though.
Business Response
Date: 12/21/2022
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 11, 2022, regarding BBB Case number ******** complaint.

Mr. ****** complaint states that he would like to cancel his mom's auto refill payment.

As we try to pull up the account in *** and check on the enrollment, we found out that the auto pay was de enrolled. Moreover, there are tickets created for chargeback dated 11/16/2022, 12/08/2022, 12/14/2022, and 12/15/2022 with reference ticket number as follows: **********, **********, **********, and ********** respectively. Reference ticket created in *** #********** Kana case *******.

We attempted to contact Mr. ***** multiple times via phone number ********** and e-mail ****************** on 12/14/2022, 12/15/2022 and 12/16/2022 , 12/18/2022 and 12/21/2022.With no success it route to voicemail. We also reply to those emails he sent.

If ************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 12/22/2022

Complaint: 18557098

I am rejecting this response because: Although they have my correct phone #, my phone has not rung once from Tracphone/Straight*Talk. They keep sending me emails saying they tried to call me but there is no record of missed calls or voice mails. Many other people have called me and my phone is ringing just fine. I have responded to every one of their emails but they never answer what I write. It is just a scripted email saying they tried to call me and thank you for being a Straight*Talk customer. I can't yet tell if they have stopped charging my mother. Yes, we have disputed several of their charges but the next month they are right back at it, trying to slip another $40 past an elderly woman. I will watch to see if they try again but so far, they keep telling me they are going to keep charging her unless we can answer their 20 unanswerable questions, like "List 2 numbers you have texted recently" when we haven't even had the phone for many months. So I am not ready to say this dispute is resolved.

Sincerely,

*********************
Business Response
Date: 01/18/2023
Dear *********************,

This is in response to the December , 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize again for the issues encountered when attempting to de-enroll your mother from Auto-Pay. A check of the phone number you provided, ending in ****, confirms that the line is no longer active, nor is it currently enrolled in Auto-Pay.

A check of the usage on the account confirmed that the line has not been used for a while. Records of requests to de-enroll start in the beginning of December. In order to provide additional information, the account will need to be authenticated. Based on my research, to resolve this complaint, and as a one-time courtesy;, 2 credits were processed to the credit card that was charged.

Please use the transaction reference numbers . 48773287VCT4GHRQ & 48773293VCT4GHSE, to confirm the credits with the credit card provider. Note: Credits usually process within 72 hours of process and may take up to 30 days to appear on the next credit card statement. With the findings and the processing of a credit, we are closing this complaint.

Thank you for choosing Straight Talk Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 01/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone quit working 1 month after the warranty. They offered absolutely no sympathy. Then my sisters quit 1 month before the warranty was up. The said on Nov 14 they were shipping a new one and would arrive in 3 days. After a week we contacted again. They said we had to mail the phone in first, then why didn't they say that last time or provide a shipping label. So we finally got that a week later (not the 3 days they once again promised). They said they would send the label, she would mail it back they would get it within 3 days and immediately send her another one that she would get within 3 days. So she mails in her phone, they got it Dec 1st. It is now the 10th. Just called they don't have a phone that is the same so they haven't sent one or bothered to reach out. After being on hold yet again, they didn't answer so we started all over. She now has a label made but still no phone in the mail. I had this same problem a few years ago it took over 5 weeks to get the phone sent to me. I am so fed up and done with tracfone!!!!!!
Business Response
Date: 12/16/2022
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 11, 2022 regarding BBB Case number ******** complaint.

Ms. ********** complaint states that she have not received the replacement phone for her defective phone and was told that it will arrived in 3 days but it never happen and contacted again and was advised to send the defective phone first. She send the defective phone but did not received the replacement.

We spoke with ********************** on December 15, 2022, via phone number ************. She provided a tracking number and we found out that it was delivered in *********, ** ** and was able to verify the **** of the defective phone.

Upon review, Ms. ********** account is still active and a ticket number ********** to replace a defective phone. We are able to update the ticket to send it to the shipping address which she was able to verify. Provided 3-5 Days Monday to Friday for the turnaround time.

If ********************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1268382743.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:12/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Straight talk home router and corresponding home internet plan, to use in my college dorm in ************************************************, which was stated on your website as available, and it arrived on Dec8. Here is my device ******************** However, it had no signal. I contacted STT's customer support through chat and telephone. The chat agent told me I can get a refund, and I was redirected to a telephone agent.The telephone told me that my case was documented, and I should receive an email regarding this issue in the next 24 hours (on Dec9), which did not arrive until now. What should I do to get a refund?
Business Response
Date: 12/20/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/10/2022, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a Home internet device but it was not working properly; therefore, you were requesting a refund.
We would like the opportunity to apologize for the inconvenience with this situation.

We successfully spoke with you on 12/19/2022 and you mentioned that you already spoke with one of our agents, who advised you to return the device and a refund will be processed automatically. Also, you said that you already sent the item back.

As soon as we receive it we will initiate the refund process.

If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.

Please refer to email reference number ******* or **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Straight Talk Wireless.

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TracFone Wireless, Inc. is NOT a BBB Accredited Business.